What is a Chatbot?

Chatbot is a computer program that simulates a conversation with a user, either by voice or text. If you have contacted any company via WhatsApp in recent years, you have learned this concept in practice, after all, the digital support feature is present in practically all services and in the customer service of most companies.

Data confirming this practice comes from the Bot Ecosystem Map, conducted in 2023 by Mobile Time. At the time of this study, at least 144 thousand chatbots were active in various areas of the country, sending 6.9 billion messages per month to consumers.

Retail is the sector that has adapted the most to this practice, followed by banks, insurance companies, hospitals, among others. Speeding up service and improving the customer experience, even when the interaction occurs outside business hours, are the main motivations for adopting the chatbot on WhatsApp, especially, but what is the limit to the use of this technology?

Read also: WhatsApp in Retail: Increase Your Sales with Smart Monitoring

What is the role of the Chatbot on WhatsApp?

Chatbots can be controlled by artificial intelligence (AI), automated rules, natural language processing (NLP), and machine learning (ML) so that interactions with humans happen naturally; however, even with the increasing improvement of these resources, many people feel uncomfortable when attended by robots, which requires common sense in usage by companies.

Among the main functions of the chatbot on WhatsApp are:

• Customer service to clarify simple doubts, provide information, and conduct transactions, freeing up time for agents to focus on more complex issues;

  
  

• Scheduling and reservations in establishments and events;

  
  

• Support for the sales sector by sending personalized product recommendations based on the user’s interests;

• Customer loyalty through the creation of interactive and personalized experiences;

• News analysis and automatic sending to update companies on global trends;

  
  

• Reduction of operational costs.

As we can see, the chatbot on WhatsApp promotes gains in efficiency and speed in executing processes, but this only happens if there is periodic work of "Human Intelligence" to update prompts and correct any misinterpretations by the AI. Let’s check the main challenges presented for using the chatbot?

Read also: 10 Practices to Improve Service via WhatsApp

Challenges in Using Chatbot on WhatsApp

Although technology takes care of more operational tasks quickly, it is not possible to depend 100% on AI to interact with the public via WhatsApp. There are still limitations on the part of the chatbot in understanding complex situations, generating incorrect information for the customer.

It is essential that the manager of these interactions regularly updates the prompts for service via WhatsApp to provide users with correct data. Another important point is that "the machine" does not "feel" empathy, which is a sensitive point when service needs to be more personalized.

Thus, the best option to ensure that the relationship with the customer is preserved is to adopt monitoring of the conversations via WhatsApp between chatbot and customers. Only in this way will it be possible to detect failures in the process, the need for modifications in discourse, and user dissatisfaction with the information provided.

Read also: Companies Can Monitor Corporate WhatsApps

Beyond Chatbots: How to Improve Service on WhatsApp Without Limitations?

Although chatbots offer speed and automation in service via WhatsApp, their efficiency depends on constant monitoring to avoid failures, inaccurate responses, and customer frustrations. Furthermore, many companies do not want to limit their communication to a single number via WhatsApp API, which can make service rigid, less human, and more expensive.

Brazil, the 2nd country in the world using WhatsApp, is also the pioneer in Latin America in creating a solution that monitors corporate interactions that occur in the application: The solution is called Zapper, which positions itself as an alternative solution to solutions that involve API, allowing companies to use multiple WhatsApp accounts, distributing service among several operators, while all interactions are monitored and analyzed. In this way, each employee can represent the brand with more closeness and personalization, without giving up control and information security.

With Zapper, companies can supervise conversations in real time, identify failures in service — whether due to human error or a malfunction of automation — and ensure that interactions follow the company’s guidelines. The platform allows managers to set up automatic alerts for critical keywords, receive notifications about potential problems, and intervene quickly when necessary.

In addition, all conversations are stored in the cloud, ensuring compliance with LGPD and providing secure access to service histories. The tool also generates detailed analytical reports, allowing a strategic view of customer service and offering valuable insights to optimize processes and improve user experience.

If your company wants more flexible, efficient, and secure communication on WhatsApp, without the limitations of a single number and without exclusively depending on chatbots, Zapper is the ideal solution to enhance your customer service and relationship strategy. Let’s transform your digital communication? 🚀

Read also: Monitoring Corporate WhatsApp to Increase Security and Efficiency

Click here to schedule a demonstration of the tool.